Sendinblue

CCO - Chief Customer Officer

Sendinblue

Dec 20th, 2022
Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.

Today, more than 100,000 customers around the world count on Sendinblue to power their sales and marketing engines, with more than 100 million emails sent every day from our platform.
We have a team of more than 350 employees representing over 40 nationalities spread across five offices located in Paris, Berlin, Delhi, Seattle and Toronto. This diversity is one of our greatest strengths, creating an environment that is geared towards learning and collaboration to find the best solution to any problem.
Paris
https://www.sendinblue.com
Sendinblue is the European leader in digital marketing software. We are a complete Sales & Marketing toolbox: email, SMS, Facebook ads, chat, CRM, and more in one single SaaS platform. Our mission is to empower all companies with the tools they need to build stronger customer relationships and grow their business through meaningful interactions.

We have a team of more than 600 employees representing over 67 nationalities spread across seven offices located in Paris, Berlin, Sofia, Noida, Bengaluru, Seattle and Toronto.

The role of our Customer Experience team is to address all customers’ questions and help them use the platform as smoothly as possible. They will solve problems and issues in the short-term and ensure our users’ satisfaction and retention in the long run.

We are looking for an ambitious Chief Customer Officer based in Paris.

Directly reporting to the COO, you are responsible for the entire customer experience activities and team (100+ persons in 5 different countries). You’ll be a member of the Executive Committee, taking part in important decisions for the company.

Responsibilities:

  • Develop, organise, and lead the entire Customer Experience department (agents, operations, training, quality)
  • Establish short-term results and long-term strategy by collaborating with all internal teams (Product, Tech, Marketing, Revenue…) to improve continuously the customer experience
  • Create a persistent focus on Customer Experience through operations excellence
  • Drive the performance and organisation of your team to meet support expectations
  • Optimise processes and tools to ensure operational excellence of the team

Profile:

  • At least 10+ years experience in customer-centric operation management (COO in a startup, CCO…) in a fast-paced environment
  • True ability to have a very deep understanding customer needs and pains to translate them into achievable action plans : involving multiple teams at the company (product, tech, abuse…) and large changes in processes for the customer care team
  • Very strong sense of high quality customer service
  • Strong analytical skills to back all decisions with customer data (more than 180k customers)
  • Excellent team-building and team-management skills (experience in team management of minimum 10 people) – open-mindedness to understand team members’ motivations, hopes and problems, ability to inspire them and develop their skills and responsibilities, while building trustworthy relationships with them
  • Excellent communication and writing skills in both English & French
  • Experience on SaaS Platform is a plus

Benefits:

  • A unique opportunity to join an international and collaborative scale up environment in a hyper-growth context
  • Chance to grow your professional & technical skills, with room for career progression
  • SIBOP: all Sendinblue employees are granted with our shared ownership plan – the more Sendinblue will be valuated, the more you will get
  • Meal vouchers – Swile (€12.5 per day – 72% paid by the company)
  • Excellent private health care, of which 70% is covered by the company
  • RTT
  • Bi-annual global company offsite; inter-office trips (when sanitary situation permits)
  • Work’s council benefits (HelloCSE)
  • Very competitive referral program
  • Second parent leave: 1 month of fully paid leave
  • English and French classes, and over 155000 courses available on Udemy
  • Budget to support your workspace at home
  • A modern office in a central location with free fruits, drinks & lots of fun activities
  • Relocation package and visa sponsorship for international talents
  • ..and more!
While we know things are a not that good these days because of COVID-19, we are still looking for great candidates to join our amazing team. Our recruiting process will remain virtual (Hangout, Zoom) to provide a safe experience.
Timeline and details of the hiring process will be shared by the TA team during the first call.

Sendinblue puts diversity and inclusion at the heart of its values. We examine all applications with treatment based on equal skills and applying the principles of non-discrimination.
Sendinblue values work-life balance and offers flexible working hours and remote work. The majority of our teams will be working mostly remote and others will follow a hybrid model depending upon the nature of the job. This policy is based on a mutual understanding between Head of, Managers and Team Members.

If you require alternative methods of application or screening, you must approach Sendinblue directly to request this, as we're not responsible for the employer's application process.

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